Product Support Policies - Summit Traffic

Please review our Support Policies. You may also Contact Us for more information.

Availability

Regular technical support hours are 8:00 a.m. to 5:00 p.m. (MST) Monday through Friday. If you have an emergency after these hours, technicians are available via pager. Leave your name, company name and phone number with extension along with a detailed description of the problem. This information is required to process the inquiry. A support technician will return the page as soon as possible. Do not use this service during regular support hours.

Support Queue

All support requests are placed in the queue and are answered in the order received. However, Summit Traffic Product Support personnel will review the messages and prioritize their response for emergencies.

Describe the nature of the emergency, and the operator will get the message to technical support. If it is not an emergency, the operator will place it into the queue.

For the fastest available service, we encourage the use of e-mail for inquiries whenever possible. The first hour of each morning will be devoted to answering e-mail support, as well as on a "priority" basis throughout the business day. Send e-mail inquiries to Summit Traffic Product Support.

Appointments

If you know that you will need Summit Traffic Product Support services at a specific time or for a specific project, appointments may be made in advance. The advantage of advance appointments is that Product Support technicians have time to research and prepare for the problem/situation. For example, if upgrading hardware or software, changing the network, or using an outside consultant, you may set up an appointment before making these changes so that Summit Traffic will continue to run smoothly and you avoid downtime.

Support Contract

Summit Traffic's Product Support technicians will answer/return calls as quickly as possible. However, if our technicians are already with a customer and you need to leave a message, please consider the following support policies.

If you have a Summit Traffic Product Support Contract and have to leave a message, our technicians will return the call ASAP. Dial (800) 771-1827. Calls are returned in the order that they are received.

If you do not have a Summit Traffic Product Support Contract, please call the office to get one put in place ASAP. Ask for Jackie at 310-831-2234.

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